Doctor's receptionists - are they picked for their distinct lack of social skills/empathy?

[SummersMahoosiveClipOnFringe]

Bit of an offload needed.

My mum has a blood cancer which is on the government list for most vulnerable. She is not in remission but is monitored and likely to need another chemo.

She has had no letter from NHS re being in the shielded group. Government advice is that you contact GP if you think you are in this category and haven't heard by 30th March. Mum contacts surgery yesterday seeking clarification.They promise a call back but don't get round to it.

She calls again today to have the receptionist ask her 'why she needed a shielding letter as they were only for people who work' and she was 'too old for work so what is the point' ? This upset my mum - the receptionist talked over her when my mum tried to explain and minimised her concerns. She said my mum's cancer means she isn't in the most vulnerable group and that she can go out. My mum explained that she doesn't have the internet and wanted to remain informed as to what she should be doing given her condition and the receptionist responded by telling her to just 'follow the normal guidelines'.

My mum asked me to step in . I get through - she signs heavily and is abrupt and I get the same script. I relate that we are following government guidelines and she is incorrect about only people working need the shielding letter. She then claims I am not listening and that she is going to put the phone down on me despite the fact that she is the one getting really exercised and talking over me in a misinformed and rude manner. She was really domineering, didn't check her understanding of the situation and was volatile.If I was rude in response I would own it - but I calmly challenged her when I could get a word in edgeways

I ask to be put through other manager who was by stark contrast really helpful and listened. Still no clarification though.

Would I be unreasonable putting in a complaint or should I just let it go given that this is a stressful time for everyone?

I have never dealt with anyone this obnoxious before and she crossed way over the line.

In the end I telephoned by Mum's consultant's secretary- who did not seem to be aware that they could put people onto the shielded list and thought it was down to GPs. She confirmed that my mum should be on the list and was going to ask the consultant to look into it. She was a very kind and helpful person too.

My mum now feels really uncomfortable about contacting the Dr in future as she feels really intimidated by this receptionist.

The problem is they are generally on minimum wage and half of them don't have the skills or education to earn more.

What patronising arrogance.

Our surgery have four receptionists, 3 are lovely and professional, one is rude and shouts out peoples symptoms. When there is a big queue it’s fairly common to see people waiting longer to book in etc rather than go to her part of the reception desk.

I have had two runs ins with her, one where she refused to book an appointment for my then three year old son who had an ear infection (hearing aids, so they’re quite common) because 1. Patients have to book their own appointments and 2. Mothers should be the ones doing appointments.

Another was a repeat prescription, at our surgery you could either do it over the phone or take a paper slip in (you can also now do it online). I tended to do it over the phone as the surgery is 40 minutes away and requires time off work. I get through and it’s her, I gave all my details etc and confirmed what I needed. The following Monday was a bank holiday so I had to call on the Wednesday so they would be ready for Tuesday, where as if they were open on Monday I could have called on the Thursday, if I call on a Thursday the prescription isn’t ready until Wednesday when there is a bank holiday. Meds would run out Tuesday morning, so I would need them asap, especially as one is insulin. She refused to take my order as I was calling a day early and suggested I don’t eat any food and then it doesn’t matter if I run out of insulin!

I'm sure they start off as normal people, but the job seems to fossilise their hearts.

I can report that a lady I used to work with who was bit of a dragon - a number of us breathed a sigh of relief when she left, ended up working as a doctors receptionist when she left us. Some are born not made I suspect. That said, I'm sure they do put up with all sorts of nonsense from patients and they shouldn't have to. It can't be an easy job when appointments are limited and people are stressed out because they are ill or are just being unreasonable or entitled.

Although I have had experience of not great receptionists at doctors, I've had good experiences too and my current surgery have wonderful staff, they really couldn't be more helpful and kind.

I have great sympathy when people working in a situation who haven't been given the information they need - like how the shielding is going to work, but the last thing they should do is start making things up - like 'you only need the letter if you are working'. Unforgivable.

Dr's receptionists at ours are excellent, when Im waiting for appointment Iove watching them deal with old people who are being unreasonable and entitled and trying to abuse the service.

We do have one senior G.P. who is a lazy twat though , and obviously stopped caring a long while ago. I refuse to see him, and from the wry smiles on the receptionists faces, I don't think I'm the only one.